Choice & Cash Customer Experience Associate

Octopus Choice and Octopus Cash are products of our fintech incubator, both under four years old and led by technology, bringing value and convenience to thousands of customers who save and invest with us. As a member of the Customer team, you will be responsible for dealing with multiple aspects of the customer lifecycle and play a key role in making sure customers are getting the most out of our products & online platforms. A typical day You will be involved in helping us streamline our user experience as we look to scale Working with engineers, designers and product managers to automate the day-to-day tasks and continually looking to improve the customer experience 1st in line in responding to all customer queries Build meaningful relationships with our business partners and gather feedback on the products and feedback on the overall experience of using the products Ensuring that customer feedback is presented to all the product core teams by being an advocate & voice of our customers. Responsible for ensuring a smooth customer experience Find new ways of building lasting relationships that drive our reputation and minimize churn Implement 1st success culture by helping customers start from a position of feeling confident about using our products. Manage our investors accounts to comply with regulatory rules and regulations Responding to requests and queries from Advisers, Clients and internal staff by letter, email and telephone Perform reconciliations for the client money account and internal account You must have Five GCSE grades C - A (4-9) or equivalent, including English and Maths Skills needed: Must be a good problem solver who approaches new problems with enthusiasm Ensure accuracy and adherence to timescales in all tasks Seeks and is open to feedback from colleagues and the wider business Must be approachable and work well with multiple teams The ability to maintain attention to detail whilst dealing with complex tasks Desire to go above and beyond to provide EPIC customer experience Ability to be patient and empathise whilst dealing with customers Strong oral and written communication skills Knowledge of Microsoft Office products, in particular Excel Training provided: Training on the 18 month Standard Level 3 Business Administration (BA3) apprenticeship. Being a WhiteHat apprentice means access to awesome social events, sports teams, insight/career days with other apprentices to grow your network, as well as your own personal Coach who will guide you through the qualification to help you achieve your full potential. As part of your WhiteHat Apprenticeship, you will have access to our Future Leaders Foundation modules to develop 6 key competencies, underpinned by well-being, self-awareness, motivation, conscientiousness, effectiveness and grit. Future prospects: After your Business Administration apprenticeship progress into HR, Recruitment, Sales, Marketing & PR, Real Estate, Personal Assistant, Office Management, Business Management. Most of the above can be completed in a higher-level qualification.